Technical Support Engineer

Our Mission

At Palo Alto Networks were united by a shared missionto protect our digital way of life. We thrive at the intersection of innovation and impact solving real-world problems with cutting-edge technology and bold thinking. Here everyone has a voice and every idea counts. If youre ready to do the most meaningful work of your career alongside people who are just as passionate as you are youre in the right place.

Who We Are

In order to be the cybersecurity partner of choice we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption Collaboration Execution Integrity and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest we invite you to join us!

Job Summary

Idira Technical Support Engineers provide front-line technical support for the companys worldwide enterprise customers and partners. They support the entire Idira product line of solutions and resolve the customers technical problems by interacting with them via web phone and email.

With Idira being a market-leading innovative software platform our Technical Support Engineers are working to learn develop and progress within the IT Security world and Idiras global enterprise customers. As such they have both breadth and depth of knowledge with the companys line of products covering Enterprise IT Cloud and the security world. They resolve customer technical issues through diligent research reproduction and troubleshooting utilizing all the knowledge they have acquired. They have an eagerness to learn new technologies take on new challenges and drive key initiatives with the view to ensure the long-term success of Idiras customers and the company. Idiras Technical Support Engineers have excellent communication skills and as well as supporting Idiras customers look to support their colleagues and peers throughout the organization.

Key Responsibilities

• Advanced Resolution: Diagnose and resolve sophisticated high-tier technical issues and platform escalations via our web portal live collaborative sessions and phone.

• Root-Cause Analysis: Systematically isolate complex system misconfigurations business logic flaws and log errors across hybrid and multi-cloud environments.

• Knowledge Engineering: Author and review highly technical internal and customer-facing content to expand our unified self-service platform.

• R&D Partnership: Collaborate directly with global engineering and Product Management teams to provide structured bug reports and influence the Idira product roadmap.

• Trusted Advisory: Serve as a critical technical guide for customer architects and engineering teams during platform deployment migration and expansion.

• Platform Support: Support enterprise clients across the human identity security landscape including advanced PAM Identity Governance and Administration (IGA) and Privileged Cloud services.

Qualifications

• Experience: 4 years in B2B enterprise software technical support or systems engineering including 2 years at a SaaS or cybersecurity vendor. (Senior tier available for highly qualified candidates).

• Windows Administration: Strong expertise in Microsoft Windows Server environments Active Directory RDS and GPOs.

• Linux Infrastructure: 2 years of hands-on Linux system administration (RHEL CentOS) and web server applications.

• Protocols & Auth: Solid grasp of network protocols and modern authentication frameworks (SAML OIDC OAuth Kerberos).

• Communication: Exceptional communication skills with a proven track record of managing enterprise-level customer relationships.

• Pluses: Experience with legacy CyberArk architecture Cloud platforms (AWS Azure GCP) or core security certifications (CISSP CCSP).

Our Commitment

Were trailblazers that dream big take risks and challenge cybersecuritys status quo. Its simple: we cant accomplish our mission without diverse teams innovating together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need please contact us at .

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace and all qualified applicants will receive consideration for employment without regard to age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin physical or mental disability political affiliation protected veteran status race religion sex (including pregnancy) sexual orientation or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.